How Loyola Chicago Increased the User Adoption of Their ECM Projects
John Mancini

By: John Mancini on October 2nd, 2015

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How Loyola Chicago Increased the User Adoption of Their ECM Projects

Change Management

I had a great time at our Paperfree/Process Transformation seminar in Chicago yesterday. I especially enjoyed the presentation by Jim Sibenaller, IT Director at Loyola Chicago on “Why Are Change Management and Metrics Such Crucial Aspects to Your Overall Deployment Strategy.”

Jim Sibenaller, IT Director at Loyola Chicago

Jim used this infographic to describe Loyola Chicago’s content management journey:

Loyola Chicago’s content management journey

On the change management front, Jim talked about the need to understand the ECM Maturity "readiness" of a department before beginning the discussion of project options.  Far too often, ECM projects are shoved down the throats of end-users by IT.  Successful projects are those that meet the user halfway -- pushing them to change their processes to take advantage of the technology, but not so hard that they lose them along the way.  Here are the six stages of ECM Maturity that Jim sees:

  1. Basic Document Retrieval - Basic image retrieval using queries, simple search.
  2. Basic Document Capture - Scanning documents with local scanner, manual indexing.
  3. Intermediate Capture & Indexing - Indexing images using a business system screen scrapes/integration. Retrieving images through a “hot key.”
  4. Intermediate Tools & Features - Bar code recognition. Using Send To/Print To to capture electronic files. Using basic workflows.
  5. Advanced Tools & Features – Using Full-Text Search, “Scan First,” Importers, eForms Processing, Mobile.
  6. Advanced Processing – Advanced workflow processes, Records Management, Dashboard.

When it comes to metrics, Jim urged fellow end users to consider both hard and soft metrics, to use information already on hand, to keep it simple, and to focus on 3-5 key metrics. Loyola Chicago's overall results are impressive -- a 76% average process improvement on key metrics, 7800+ hours of annual saved effort (equal to 4.0 FTEs, who have been reassigned to more rewarding tasks), and $47,000 in direct annual cost reductions through consolidating operating costs.

Jim's takeaways:

Customer Readiness and Change:

  • Engage and build trust
  • Go at the user's pace
  • Give them what they can easily consume
  • Define clear objectives

Metrics and Results:

  • Measure "simple"
  • Soft measurements are OK
  • Be constantly willing to adjust

Failure:

  • It's OK to make mistakes
  • Be humble -- learn from them

Communication:

  • Be relentless
  • Communicate often

 

Free eBook: The Six Keys to Confident Information Management Change

About John Mancini

John Mancini is the President of Content Results, LLC and the Past President of AIIM. He is a well-known author, speaker, and advisor on information management, digital transformation and intelligent automation. John is a frequent keynote speaker and author of more than 30 eBooks on a variety of topics. He can be found on Twitter, LinkedIn and Facebook as jmancini77. Recent keynote topics include: The Stairway to Digital Transformation Navigating Disruptive Waters — 4 Things You Need to Know to Build Your Digital Transformation Strategy Getting Ahead of the Digital Transformation Curve Viewing Information Management Through a New Lens Digital Disruption: 6 Strategies to Avoid Being “Blockbustered” Specialties: Keynote speaker and writer on AI, RPA, intelligent Information Management, Intelligent Automation and Digital Transformation. Consensus-building with Boards to create strategic focus, action, and accountability. Extensive public speaking and public relations work Conversant and experienced in major technology issues and trends. Expert on inbound and content marketing, particularly in an association environment and on the Hubspot platform. John is a Phi Beta Kappa graduate of the College of William and Mary, and holds an M.A. in Public Policy from the Woodrow Wilson School at Princeton University.